The dispute began in 2016, which was when the insurance company "first became aware that the Glassons had issues with their house foundations", chief executive Anthony Honeybone says.

"We started working with the Glassons to settle their claim from this point and, after we were able to broadly understand their issues, we offered to mediate with them. Unfortunately mediation was unsuccessful.

"Southern Response has offered to actually undertake the work to repair the Glassons' house."